Lead CSR, HVAC & Plumbing — Customer Service Supervisor

Kotz Heating, Cooling & Plumbing; Waterford Charter Township (MI); On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

Medical insurance 50% company paid

Dental insurance

Vision insurance

Life Insurance policy company paid

401K with match

6 Paid Holidays

9 days paid time off accrued

Bereavement pay

On-site fitness center

Job summary

Kotz Heating and Air is seeking a Customer Service Supervisor in Waterford, MI to lead the CS team and coordinate bookings for HVAC and plumbing services. This role blends call handling, admin tasks, and team guidance to meet service standards.

The supervisor will contribute to daily operations, support agents, and help drive customer satisfaction while using ServiceTitan and CRM tools. Monday–Friday, 7:30am–4:30pm; $60,000 salary.

Qualifications

• Minimum supervisory experience required.
• Customer service experience in home services preferred.
• Ability to coach, supervise and train others.
• Strong communication and organizational skills.
• Attention to detail and prioritization abilities.

Responsibilities

• Oversee daily activities of the customer service department.
• Supervise and motivate the team of customer service representatives, coordinators and dispatchers.
• Answer incoming calls, identify needs, and book HVAC, plumbing, maintenance, diagnostic and estimate appointments.
• Maintain ServiceTitan records, scheduling details, and department documentation.
• Prepare CSR performance reports and monitor booking results and KPIs.
• Resolve customer complaints and concerns.
• Monitor calls or correspondence between reps and customers.
• Coach team members on booking skills and professionalism.
• Focus on creating a positive customer experience.
• Participate in hiring, onboarding, and training.

Skills

Lead experience

Supervisory

Customer service

HVAC knowledge

Phone skills

Coaching

Education

High school diploma

Tools

ServiceTitan

CRM systems

Job description

Kotz Heating and Air is seeking a Customer Service Supervisor in Waterford, MI to lead the CS team and coordinate bookings for HVAC and plumbing services. This role blends call handling, admin tasks, and team guidance to meet service standards.

The supervisor will contribute to daily operations, support agents, and help drive customer satisfaction while using ServiceTitan and CRM tools. Monday–Friday, 7:30am–4:30pm; $60,000 salary.